DoorDash Launches AI Tool SafeChat+: Ensuring Safe Communication Between Customers and Delivery Drivers

Home Hardware DoorDash Launches AI Tool SafeChat+: Ensuring Safe Communication Between Customers and Delivery Drivers

Updated on November 2 2024

Industry leader DoorDash has recently introduced a new feature in its app called "SafeChat+," designed to monitor communications between customers and delivery drivers to identify abusive or harassing language.

According to the official announcement, SafeChat+ has the capability to review over 1,400 customer-driver private messages per minute, supporting multiple languages including English, French, and Mandarin. However, human oversight is still necessary to ensure the accuracy of the reviews. The tool offers tailored solutions based on who is being harassed:

- If a customer feels harassed, they can quickly contact DoorDash's support team.

- If a delivery driver is harassed, they can cancel the order through a dedicated interface without it affecting their rating, even during the delivery process.

Additionally, SafeChat+ includes a fuzzy matching feature that detects subtle nuances that may not exactly match specific keywords. DoorDash claims that over 99.99% of deliveries are completed safely on its platform.

It's noteworthy that this is not the first instance of DoorDash incorporating artificial intelligence into its services. Last July, the company launched "DashAI," a chatbot aimed at streamlining the ordering process and providing personalized delivery recommendations.

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